Technical Account Manager

Supermicro

Job Summary

• Relationship Management: Build and maintain strong, long-term relationships with key stakeholders within assigned customer accounts. Act as the primary point of contact for all technical and service-related inquiries.
• Technical Support & Troubleshooting: Provide expert-level technical support to customers, troubleshooting issues, and escalating complex problems to appropriate internal teams as needed. Proactively identify and address potential technical challenges.
• Onboarding & Training: Assist with customer onboarding, including training users on the proper use of our [product/service] and ensuring a smooth transition.
• Account Growth: Identify opportunities for account growth within existing customer base, working closely with sales and other relevant teams to expand product adoption and upselling.
• Customer Advocacy: Act as the voice of the customer within the company, gathering feedback and advocating for their needs to product development, engineering, and other internal teams.
• Performance Monitoring & Reporting: Track key performance indicators (KPIs) related to customer satisfaction, retention, and service delivery. Prepare regular reports on account performance and identify areas for improvement.
• Proactive Communication: Maintain regular communication with customers, providing updates on product developments, best practices, and relevant industry news.
• Collaboration: Work closely with internal teams, including sales, engineering, product management, and customer success, to ensure a seamless customer experience.
• Documentation: Contribute to the development and maintenance of technical documentation, knowledge bases, and FAQs.
  

Qualifications

• Bachelors degree in a technical field (e.g., Computer Science, Engineering, Information Technology) or equivalent practical experience.
• Proven experience 1 in a technical account management, customer support, or technical sales role, preferably within the [industry] industry.
• Strong technical aptitude and understanding of [mention specific technologies, products, or services relevant to the role].
• Excellent communication, interpersonal, and presentation skills, both written and verbal.
• Ability to build and maintain strong customer relationships.
• Strong problem-solving and analytical skills.
• Experience with CRM software (e.g., Salesforce) is a plus.
• Ability to work independently and as part of a team.
• Passion for delivering exceptional customer service.